Call Log

Call Log is located under the Reports tab: it showcases the calls on a MightyCall account for a specified period of time.

Access to Call Log

The Call Log is currently available for all users, regardless of their role. However, the list of visible requests will differ for different team members:

Agents will only see:

• Incoming calls addressed to them directly, received as part of a calling group and transferred by another user, both answered & unanswered;
• Outgoing calls made by them;
• Internal calls they participated in.

Managers will only see:

• All incoming calls to the business number(s) they have access to;
• Transferred calls and direct calls to their extensions;
• All outgoing calls from the business number(s) they have access to;
• Internal calls they participated in;
• Internal calls among Agents.

Administrators will see all calls on the MightyCall account.

Page Layout

The Call Log page includes several columns with information, which can be added to the view or hidden by clicking on the Columns button:

• Call start time

This is a default column, it can’t be hidden, it remains fixed in the left part of the Call Log page. You can sort the listed calls by the call start time by clicking on the arrows icon in the column header.

• Direction
• Result
• Contact
• Call owner

This is the primary agent involved in the call, whether the call was initiated or picked by them.

• Participants

Includes the group/queue members who received the call, as well as the team members added via Add call. All listed participants are displayed with the status of the call ringing to them, accepted or missed.

• Business number
• Recording

You can view the call/VM recording in your workspace, copy a direct link to it or download it.

• Note
• Total duration
• Call ID
• Call end time
• Workgroup
• Trace ID

Additional call metrics are also available:

You can also change the line density for a more compact or extended view:

You can also click on the refresh button to refresh the list of calls, or on the CSV button to export the generated log as a CSV file.

The refresh button appears only if the selected period includes a future time period, e.g. any date preset that has not been finished yet (This Week, This Month, etc.) or Today with the Full day toggle on (so the data can be updated at any moment until the end of the day).

Available Filters

You can filter the calls displayed in the log by different parameters: Direction, Result, Business number, Employee, Workgroup, Campaign, System Disposition & Agent Disposition.

The filters can be expanded or collapsed by clicking on the Filters button or on the arrow icon at the center of the tab.

Direction

You can limit the view to inbound, outbound or internal calls.

Result

You can limit the view to calls that did or didn’t connect, or were dropped.

Business number

You can limit the view to certain business numbers. A trash can icon is shown for the business numbers that were deleted from the MightyCall account.

Employee

You can limit the view to certain team members.

Workgroup

Managers & Administrators can limit the view to certain groups.

Agents will have the following options for this filter:

They can select the calls that rang directly to their extensions or were transferred to them, or the calls that were routed to them as part of a calling group/queue.

Campaign

You can filter out the calls made as part of specific outbound campaigns. An X icon is shown for the campaigns that were deleted from the MightyCall account.

System disposition

You can limit the view to filter out the calls by the predefined system dispositions:

• Contact busy

The call was declined by the callee, or the callee was busy.

• Contact no response

The call wasn't answered in the specified ringing period.

• Agent abandoned

The Agent ended the outgoing call.

• Dropped by contact:

The inbound call was dropped by the caller within 4 seconds, the outbound call dropped by caller within 2 seconds.

• Invalid number

The number that was dialed doesn't exist.

• No-agent route

The inbound call was ended either because it went to a non-Agent call flow option (Disconnect, Play Audio, Voicemail) or because the caller hung up before they were transferred to an Agent (during a greeting, a voice menu (IVR) or after entering incorrect details in the Dial by Name option).

• Call to Self

The call is dropped by the system as it might be looping to the Agent due to incorrect call forwarding settings.

• Agent no response

The Agent didn't answer the incoming call, or didn't accept a call request for an outbound campaign.

• Agent busy

The Agent is busy on a call.

• Agent DND

The Agent is in the DND mode.

• Agent nonexistent

The call went to a disable Agent or non-existent user extension.

• Insufficient funds

The call didn't go through as the account is out of the talking minutes limit, and there are no refill minutes available.

• Server error

The call wasn't completed due to a telephony server error.

• Conversation timed out

The call ended as it lasted more than 90 minutes (the current maximum call duration).

• Access denied

The call was declined due to an inactive MightyCall account or a disabled call forwarding option (for example, when the webphone is disabled).

• Agent deferred

The call request within the outbound campaign was declined by the Agent.

• Abandoned queue

The caller ended the call while waiting to be connected in a queue.

• Callback request

The caller requested a callback while waiting to be connected in a queue.

• Connected

The call was successfully connected.

• Blocked by DNC

The call wasn't completed as the destination number is on the DNC list on the account.

• Blocked by FDNC

The call wasn't completed as the destination number is on the National DNC list.

• Contact abandoned

The callee ended the call that wasn't a part of a queue.

Agent disposition

You can limit the view to filter out the calls by the agent dispositions created on your MightyCall account.

Time Periods

By default, the Call Log shows all calls for the past 7 days (today + 6 past days) listed chronologically, with the most recent calls at the top.

You can specify the dates & time for the listed calls as well as the timezone solely to show in the report.

Preset time periods include Today, Yesterday, Last 7 days, Last 30 days, This week, This month. Other available presets include Last 14 days, Last 28 days, Last 90 days and Last 180 days.